I’m a happy customer. In response to your request, I want to provide constructive feedback.
After-Sales Support has an image issue. I don’t think the service is necessarily not good, just has a perceived response issue.
Example: This belt issue that is running rampant. Is it running rampant? Probably not to the degree we think based on how much we hear about it. How do you fix it? Better support documentation and better AI tools (yes, you’re using them and thats ok). If a report (ticket, phone call, chat, smoke signal) is recieved for a S1 not working, for now, the first response should be to isolate if it is a belt issue. Not hard to isolate quickly and the customer feels heard and knows you’re shipping a belt to them. This should be one call support response. Still got a problem, but you’re actually making the customer feel like they are your priority. Every ticket should be followed up on by an individual (or better AI).
The individual following up on the ticket should have the latest and greatest information on all possible issues. This is when superior support documentation is imperative. The more you know, the better your support.
Share support information. This online community is awesome in the way it supports one another. Why not take advantage of it? The WIKI is good, but its -10 the wind howling, the snow is piling, the significant other is unhappy, Yarbo is not doing Yarbo things, and I’m less than patient. Bounce on the forum post a question, couple minutes later I got an answer or at least a suggestion (we’re not all R&D engineers). It might be a link to the WIKI (and I might be considered lazy), but I’m moving forward. Next time help is requested I post a link for someone.
Lastly - upgrade the responses, they feel automated and repetitive. And yet, I appreciate the effort.
I’ve checked all your support tickets in our system and found several opened for the same issue. To continue the diagnosis process and ensure smooth communication, we kindly ask you to continue the thread with us in your support ticket #144497.
Based on the record in our system, we kindly ask you to provide updated photos, videos, and relevant screenshots to assist with our analysis in the ticket thread #144497.
Additionally, feel free to contact me if you still have any issues. Thank you for your patience!
I too have something to say about the After-Sales Support… Or the lack there of…
I hooked up the Trimmer to the Core on June 15th, following the installation instructions to the tee. Turned on the Core and launched the Yarbo app. The app recognized that the Mower module with Trimmer was attached. I proceeded in updating all my work areas with the location for the Trimmer to activate trimming.. Again, all appeared to be fine. It was getting late in the evening, so I decided to let it charge overnight and I would implement the maiden session with the Trimmer in the morning ( June 16th 2026). The next morning I got excited to try out the Trimmer. When I got to my garage and launched the app, the app showed the Core as being OFFLINE. I could not get any response from it. So I proceeded to power off the Core using the rear power button. And waiting a minute or so, I powered the Core back On. That’s when I heard the loud fizzle, and an incredible amount of smoke came billowing out of the unit. I went to get my fire extinguisher, but when I got back most of the smoke dissipated. I did get a recording of the last little bit of the smoke coming out of the unit.
The unit was FRIED . I proceeded to open a ticket with Yarbo on the morning of June 16, 2026.
And called their Support line. I referenced the ticket and they informed me that an FSE would reach out to me within 24 hours.
Never happened. So I called back again.
They informed me that they are busy and an FSE would reach out via email within 24 - 48 hrs
Again , it never happened.
It’s been two weeks now, and no one, and I mean NO ONE has gotten back with me. The only contact I have had is with their 1st level who answers the phone, reads the same BS script that someone will contact me… Just to blow me off.
Two weeks… TWO WEEKS and have NOT had this Core to mow
They refuse to acknowledge when a replacement will be sent out, stating that it has to be escalated to the R&D department so that they can determine the next steps.. They repeatedly stated that my Ticket has been escalated. And yet… Still … No contact.
My personal experience has been a 6~7 on a 10 point scale. Slow response, but things did get resolved. Submitted ticket and when I had not seen any update/response in ~5 days I placed a call and left a message. I noticed a missed call from Yarbo’s number (apparently I was away from my mobile phone), but didn’t leave a message nor any update to my case. A day later I called the telephone number again and left a message. This time a couple hours later I got a return call and we resolved the issue in <10 mins talking!
Observing this forum I have concerns about After-Sale Support. Seems like long intervals for responses to Cases. Responses to Cases appear that the representative did not read/reviewed the diagnostic content provided by the owner. Repeated comments about long delays for parts.
Netting out my current opinion: Yarbo stands behind their product!, but Yarbo has insufficient (trained) Support staff.
